Setting Standards Measuring Performance

Transcription

1 Setting Standards Measuring Performance

2 If we fail... you can collect! In our ongoing effort to serve you better, JPS has undertaken to meet certain Guaranteed Service Standards. These are service targets which are established to assist JPS in delivering prompt and efficient service to you.

3 GUARANTEE #1a Connection to Supply New Installations Where there is no previous supply, and lines and meters have to be installed, connection is to be done within 5 working days. GUARANTEE #1b Connection to Supply Simple Connections Where supply and meter are already on the premises, connection to be done within 4 working days. GUARANTEE #2a Complex connection to supply (30m 100m) Between 30m and 100m of existing JPS distribution line (i) Estimate provided within 10 working days (ii) Connection completed within 30 working days after payment.

4 GUARANTEE #2b Complex connection to supply (101m 250m) Between 101m and 250m of existing JPS distribution line (i) Estimate provided within 15 working days (ii) Connection completed within 40 working days after payment. GUARANTEE #3 Response to Emergency Calls We will respond to emergency calls within 5 hours. Emergencies are defined as broken wires, broken poles, fires etc. GUARANTEE #4 First Bill We will produce and dispatch your first bill within 40 working days after service connection.

5 GUARANTEE #5a Complaints/Queries Acknowledgements We will acknowledge written queries within 5 working days. GUARANTEE #5b Complaints/Queries Investigations We will complete investigations within 30 working days. GUARANTEE #5c Complaints/Queries Investigations involving 3rd party We will complete investigations within 60 working days.

6 GUARANTEE #6 Reconnection After payment of overdue amounts We will reconnect within 24 hours. (Automatic compensation as of January 2010) GUARANTEE #7 Estimated Bills Frequency of Meter reading Customers should not receive more than two (2) consecutive estimated bills, where the company has access to the meter.

7 GUARANTEE #8 Estimation of consumption method of estimating An estimated bill should be based on the average of the last three (3) actual readings. GUARANTEE #9 Meter Replacement Maximum of 20 working days to replace meter after detection of fault which is NOT due to tampering by the customer. (Automatic compensation as of January 2010) GUARANTEE #10 Billing Adjustments Timeliness of adjustment to customer s account Where necessary, customers must be billed for adjustment within three months of identification of error, or subsequent to replacement of faulty meter.

8 GUARANTEE #11 Wrongful Disconnection This occurs if the company disconnects a supply that: has no overdue amount is currently under investigation by the OUR and / or JPS and only the disputed amount is in arrears (Automatic compensation as of January 2010) GUARANTEE #12 Reconnection after wrongful disconnection The Company must restore supply to a customer who is wrongfully disconnected within 5 hours of confirmation of the error (Automatic compensation as of January 2010)

9 GUARANTEE #13 Meter Change Whenever a meter is changed JPS must ensure that notification is left at the premises and/or utilize its text messaging service to indicate the meter change, including: the date of the change and meter readings at the time of the change the reason for change the serial number of the new meter GUARANTEE #14 Compensation Making payments Accounts will be credited within 45 days of verification of the breach

10 COMPENSATION FOR BREACH OF GUARANTEED STANDARDS CUSTOMER CLASS COMPENSATION RATE 10 - RESIDENTIAL $1,500 RATE 20 - SMALL COMMERCIAL $2,200 RATE 40 LARGE COMMERCIAL $16,000 RATE 50- LARGE INDUSTRIAL $16,000 AUTOMATIC & SPECIAL COMPENSATION As of January 2010, the following Guaranteed Standards will attract automatic compensation if the standards are breached. RECONNECTION - (Guarantee #6) Customers should be reconnected within 24 hours after paying reconnection fee, all outstanding balances and informing the company of payments. Compensation - Regular compensation applies METER REPLACEMENT - (Guarantee #9) JPS should replace a faulty meter within 20 working days after detecting a fault which is not due to tampering by the customer. Compensation- Regular compensation applies

11 DISCONNECTION - (Guarantee #11) It is considered wrongful disconnection if the Company disconnects a supply that: has no overdue amount, or is currently under investigation by the OUR and/or JPS and only the disputed amount is in arrears. Special Compensation: Residential Customers 2 x $1,500 (Reconnection fee) = $3,000 Small 5 x $550 (Customer Charge) = $2,750 Commercial Large 5 x $4,000 (Customer Charge) = $20,000 Commercial/ Industrial: RECONNECTION AFTER WRONGFUL DISCONNECTION - (Guarantee #12) The Company must restore supply to a customer who is wrongfully disconnected within 5 hours of confirmation of the error. Special Compensation: Residential 2 x $1,500 (Reconnection fee) = $3,000 Customers Small 5 x $550 (Customer Charge) = $2,750 Commercial Large 5 x $4,000 (Customer Charge) = $20,000 Commercial/ Industrial How to Claim Complete a form available at JPS offices or on our website at and submit within 180 days or 132 working days after the occurrence of the breach. Breaches will attract multiple payments up to four (4) periods.

12 For more information Call our 24-Hour Customer Care Centre CALL-JPS / March 2011